When you click on the Conversations tab in your top navigation, you'll see a list of Conversations. A Conversation is a direct one-on-one correspondence with a resident. A Conversation can be started when:
A resident sends an email to your Conversations email domain.
A resident sends a text to your Conversations phone number.
You create a message using a Front Desk/Agent channel.
As Conversations appear in the list and as you respond to messages in the Conversations tab, they will be updated with the following statuses:
Open Statuses
New: Brand new incoming message from a resident.
Waiting: The resident message has been replied to by an organization member and is waiting for a resident response.
Needs Reply: The resident has sent an inbound reply to an organization member's response and needs an additional email or SMS.
Closed Statuses
Done: When the conversation is complete, click the Close Conversation button, and the thread will be marked as Done. Once a conversation has been marked as Done, it cannot be reopened by organization members:
Archived: A Conversation will be marked as Archived approximately 4 weeks after being marked as Done.